Organizational Frontlines Research

Organizational Frontlines Research (OFR) is the study of interactions and interfaces at the point-of-contact that promote, facilitate, or enable the exchange of valued resources between an organization and its key stakeholders. Such interactions and/or interfaces can involve people, technology, AI as well as combination of those.* While this area of research is not entirely new, technological advances are quickly redefining the nature of interaction between organizations and their customers. Understanding the new frontline dynamics requires a fresh interdisciplinary take on the questions and a deeper collaboration between academia and industry. As part of annual Organizational Frontline Research symposium, a community of scholars and industry professionals hold regular meetings with a goal to advance theoretical and empirical research in this area, while exchanging ideas, generating opportunities, and building collaborative networks. The 3rd Organizational Frontline Research Symposium was held on February 15-17, 2017 in Orlando, Florida, and was co-chaired by Todd Arnold, Michael Brady, Tom Brown and Jagdip Singh. Center for Services Leadership was proud to sponsor the inaugural 2017 Young Scholar Research Competition, organized by the Symposium committee. For articles and future research on organizational frontlines, see the February 2017 Special Issue of the Journal of Service Research, Guest Editors, Jagdip Singh , Michael Brady , Todd Arnold , and Tom Brown: Organizational Frontlines. *Source: Jagdip Singh, Michael Brady, Todd Arnold, Tom Brown (2017), “The Emergent Field of Organizational Frontlines,” Journal of Service Research, Vol 20, Issue 1, pp. 3 – 11. CSL Faculty Network Members conducting research in this area:

ASU Faculty
  • Seigyoung Auh, Thunderbird School of Global Management at ASU
  • Mary Jo Bitner, W. P. Carey School of Business
  • Ruth Bolton, W. P. Carey School of Business
  • Amy Ostrom, W. P. Carey School of Business
Global Faculty
  • Ko de Ruyter, Maastricht University, The Netherlands
  • Jenny van Doorn, University of Groningen, The Netherlands
  • Florian Wangenheim, ETH Zürich, Switzerland
USA Faculty
  • Sterling Bone, Utah State University
  • Michael Brady, Florida State University
  • Dwayne D. Gremler, Bowling Green State University
  • Kevin Gwinner, Kansas State University
  • Mark Houston, Texas A&M University
  • Martin Mende, Florida State University
  • Matthew L. Meuter, California State University, Chico
  • Nancy Sirianni, University of Alabama
  • Clay M. Voorhees, Michigan State University
Distinguished Faculty
  • David Bowen, Faculty Emeritus, Thunderbird School of Global Management at ASU
  • A. Parasuraman, University of Miami

Resources to Contact

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